Self-service is defined as the use of technology tools that empower customers to address their own needs and help themselves without interacting with a live agent. These tools are two-way communication-focused, enabling such things as website interactions with FAQs and knowledge bases, chats with chatbots and/or live agents, verbal exchanges with IVR systems or virtual assistants, text and in-app messaging services, customer-facing web portals, and social media content and communities.
3D Systems needed to dramatically change their service organization to meet their customers’ needs so they implemented a service intelligence platform to deliver data-driven insights to the entire customer-facing service team, empowering them to perform better and solve issues faster.
Novel technologies and markets share very similar patterns: a hype cycle, followed by a steep decline as realistic barriers and obstacles become more apparent, ultimately followed by substantial growth as those barriers are overcome. The speed at which these new technologies and markets catch on is based on an amalgamation of near infinite factors, with the fastest growing opportunities often the ones with the most objective, understandable value in usage outweighing and outpacing those barriers.
Ensuring your firstline workers are properly trained on your digital apps is difficult, to say the least. Antiquated methods like one-and-done classroom training aren’t effective. Archaic training tools such as powerpoint decks don’t get the job done, and downtime associated with taking workers out of the field — is simply not an option.
Since 2003, the top service and support minds have gathered at Field Service Palm Springs for forward-looking content and unique session formats that ensure you learn and network most effectively. With 110+ expert service speakers and 40+ hours of networking activities, Field Service is designed to help you achieve service excellence and drive profitability.